Temporary Real Time Analyst

NexRep, LLC

Temporary Real Time Analyst responsible for real-time schedule adherence at NexRep LLC. Collaborates with Operations team to monitor agent workflows and statistics.

Posted 7/10/2026full-timeRemote • 🏈 Anywhere in North AmericaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Responsible for monitoring and reporting schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays
Work closely with Operations, identifying non-adherent agents to redirect them
Monitor agent work behaviors in real-time
Watch statistics across various KPIs (staffing, service levels, etc.)
Provide feedback to the Workforce Management team (WFM) and Operations
Change agent skill associations or provide historical reporting as needed

Requirements

What you’ll need

High School Diploma / GED
At least 2 years of work experience in contact center workforce management / operations support required
Strong knowledge of workforce management tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE, client systems, etc.)
Intermediate level of experience with spreadsheets (MS Excel, Google Sheets- i.e. writing f(x), filtering, pivot tables, etc.)
Keen attention to detail and accuracy
Excellent organizational and time-management skills
Proven ability to multi-task and monitor multiple queues or systems
Proven analytical and problem-solving skills
Ability to work with little supervision
Excellent computer skills and ability to navigate through multiple systems without assistance
Excellent written and verbal skills to interact effectively with colleagues
Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability and self-motivation
Must be able to thrive in a fast-paced, dynamic, team environment
Strong desire to build best-practices in the team to help enable your team member’s mutual success as the team and organization continues to grow
Must be process minded and continually focused on ways to improve workforce management processes and effectiveness
Ability to work a flexible schedule, including potentially nights and weekends

Benefits

Comp & perks

NexRep provides equal employment opportunities to all employees and applicants for employment
Prohibits discrimination and harassment of any type

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Workforce ManagementScheduling SoftwareTime-Tracking SoftwareData ReportingKPI MonitoringMS ExcelGoogle SheetsPivot TablesAnalytical SkillsProblem-Solving

Soft Skills

Attention to DetailOrganizational SkillsTime-Management SkillsMulti-TaskingCommunication Skills

Certifications

High School DiplomaGED